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Setting Up Einstein Service Replies with Messaging in Salesforce.

Published on: 7/8/2025

Setting Up Einstein Service Replies with Messaging in Salesforce.
Data Cloud Einstein for Service Service replies

Below are the details on required Licenses and the needful permission for setting up Service replies for Messaging.

1. Required Licenses

To use Einstein Service Replies, your org must have the following licenses:

  • Einstein for Service License (or a license that includes generative AI capabilities for Service Cloud)

  • Additionally, users who will receive AI-generated reply recommendations must have a Service Cloud license.

Note: Einstein Service Replies functionality is generally included as part of Salesforce’s Einstein for Service offerings, often bundled with Service Cloud licenses in certain editions or as an add-on.

2. Permissions Set Needed

Users need the below permission set to use Einstein Service Replies:

  • Service Replies User

This permissions is typically assigned via permission sets.

3. How to Enable Einstein Service Replies

Follow these steps to set up Einstein Service Replies:

Step 1: Enable Einstein Reply Recommendations Feature

  1. Go to Setup in Salesforce.

  2. Search for Einstein Reply Recommendations.

  3. Enable the Einstein Reply Recommendations toggle, if your org has Generative AI add ons in that case you will see Service replies feature enabled.

Step 2: Use Einstein Grounding with Service Replies

  • Use a existing Data library or create a new data library from where the data will be retrived and used.
  • Add the needful included fields it will created needful Data Cloud record and once done you will see the Search Index is in Ready state. 
  • Add Service Replies component in the Console where agent would be handling Messaging Sessions.

           

4. Using Einstein Service Replies

  • When a support agent accepts a chat and customer asks anything, Einstein will analyze the details and generate suggested replies based on the grounding.

  • The agent can review, edit, and send the AI-generated responses to customers.

  • Over time, Einstein learns from agent actions to improve recommendation accuracy.

         

 

If you follow these steps and ensure the right licenses and permissions, Einstein Service Replies will help your support team respond faster and smarter, improving customer satisfaction.